United Cleaning & Restoration’s goal is to complete projects quickly, effectively, and professionally. To that end, the company has specialty crews for water/mold; soot/smoke damage; and content cleaning and storage. A GPS board in the dispatch center tracks the location of field crews so it can efficiently route them to assignments. The company has six customer coordinators who are assigned to every project to help usher the homeowner through the process. “It can be confusing if they don’t have one point of contact,” Bill Leone says.
Though insurance restoration is considered to be recession-proof, Leone says it’s “resistant, but isn’t proof.” The company responded to tighter insurance company budgets by streamlining operations and cross-training staff but is also expanding its niche — adding branch offices in Connecticut and other states, and creating a new brand to provide remodeling and repair services.
—About 50% of United Cleaning & Restoration’s staff handles calls and the dispatching of staff to complete estimates. The company tries to respond within 24 hours to schedule an estimate.
—Efficient systems help the company complete more than 1,000 projects per year.
—About 10% of the company’s work is commercial projects, including summer repair work for schools.